Nmc/rmc atmos maintenance and support for 5 years — ESKOM sdl&i and b-bbee requirements

Procurement overview

• Five-year maintenance and support contract for the CallCabinet Atmos voice-recording platform used by NMC/RMC.
• The current support contract is nearing end of life; without vendor support the system faces downtime, security exposure, unresolved faults, compliance loss and performance decline.
• The appointed provider must be qualified and authorised to deliver comprehensive support and maintenance that keeps the system performing, continuous and compliant.

Approval signatories

• Jeffrey Matlokga: Manager, Info System Support (13 April 2026)
• Varsha Pillay: Senior Manager, Application Operations (13 April 2026)

Scope

• Five-year support and maintenance contract for the CallCabinet Atmos voice-recording platform used by NMC/RMC to capture, store, archive and retrieve operational voice communications.
• The platform underpins incident management, operational coordination, service quality monitoring and regulatory/audit compliance.
• The appointed provider must be a qualified and authorised CallCabinet Atmos service provider.

Software licences and maintenance

• Supply all vendor-issued software updates, patches and security fixes.
• Provide access to version upgrades and feature enhancements.
• Maintain system stability and performance.

Enhancements and fixes

• Ad hoc system enhancements for new business requirements.
• Application fixes classified as quick, minor or major, aligned to Eskom's evolving needs and integration with existing systems.

Technical support services

• Maintain hardware components at all sites where Atmos is deployed, including future footprint.
• Troubleshoot and diagnose escalated issues beyond first-level severity, such as choppy audio, delayed recordings and system slowness.
• Provide 24/7 business-critical remote support for fault resolution.
• Support disaster recovery by restoring from backups after software or hardware failure or data corruption.
• Lead investigations into major incidents such as system-wide recording outages and implement corrective actions.
• Conduct stress testing to validate stability, robustness and reliability under extreme load.
• Advise on and help implement Atmos architecture optimisation.
• Deliver training sessions to maximise user competency in the current Atmos version.
• Assist users who cannot log in, troubleshoot recordings that will not play, and help locate recordings using search filters (date, time, extension, caller ID).
• Modify user roles and permissions.
• Review audit logs periodically to confirm adherence to Eskom's Information Security Policy.
• Perform proactive system health checks, fault diagnosis for appliance-based components, hardware/software compatibility checks, performance optimisation and regular configuration fine-tuning.

Licence volumes (perpetual maintenance and support renewal)

• Eastern Cape: 41 primary / 41 secondary analogue port licences.
• Free State: 50 / 50.
• Gauteng: 45 / 45.
• KwaZulu-Natal: 40 / 40.
• Limpopo: 30 / 30.
• Mpumalanga: 20 / 20.
• Northern Cape: 42 / 42.
• Western Cape: 42 / 42.
• Total analogue port licences: 620.
• MWP Cisco BIB (Recorder) extensions: 152 primary / 152 secondary.

Training and skills transfer

• Transfer skills at no cost to 14 internal support team members (the number may increase).
• Format: monthly online on-the-job knowledge-sharing sessions covering how to support Atmos and its underlying platforms.

Service levels

• All services are performed remotely.
• Severity 1 (entire system down, critical impact): ticket log affirmation within 15 minutes, support response within 30 minutes, issue resolution within 1 hour, RCA report within 12 hours.
• Severity 2 (operations severely restricted): ticket log within 15 minutes, support response within 1 hour, resolution within 2 hours, RCA within 24 hours.
• Severity 3 (some functions restricted): ticket log within 30 minutes, support response within 2 hours, resolution within 36 hours, RCA within 48 hours.
• Severity 4 (little or no impact): ticket log within 30 minutes, support response within 8 hours, resolution within 40 hours (flexible, by agreement), RCA within 48 hours.

Escalation and support structure

• The provider must run a dedicated helpdesk that Eskom support staff use for third-line incidents; Eskom's own helpdesk handles first- and second-line incidents.
• At least three escalation levels beyond the helpdesk are required.

Delivery approach

• Software licence support and maintenance: vendor updates, patches, security fixes, version upgrades, feature enhancements and system stability.
• Ad hoc system enhancements for new business requirements.
• Application fixes (quick, minor, major) aligned to Eskom's evolving needs.
• Technical support: hardware maintenance across all sites, troubleshooting and diagnostics (choppy audio, delayed recordings, system slowness), 24/7 remote support, disaster recovery restoration, major incident investigations, stress testing and architecture optimisation.
• User support: training sessions, login assistance, playback troubleshooting, recording search assistance, user role and permission changes, audit log review, proactive health checks, appliance fault diagnosis, compatibility checks, performance optimisation and configuration fine-tuning.
• Skills transfer: monthly online on-the-job knowledge-sharing sessions for 14 internal support staff.

Quality and technical assurance

• Maintain hardware components at all sites where Atmos is deployed, including future footprint.
• Troubleshoot and diagnose escalated issues beyond first-level severity, such as choppy audio, delayed recordings and system slowness.
• Provide 24/7 business-critical remote support for fault resolution.
• Support disaster recovery by restoring from backups after software or hardware failure or data corruption.
• Lead investigations into major incidents such as system-wide recording outages and implement corrective actions.
• Conduct stress testing to validate system stability, robustness and reliability under extreme load.
• Provide consultation and implementation support to optimise the Atmos architecture.

Eligibility

• The bidder must be a qualified and authorised service provider for the CallCabinet Atmos system.

Contract term

• Five-year support and maintenance contract for the CallCabinet Atmos system.

Performance review

• Quarterly SLA review meetings between Eskom and the successful provider, scheduled by Eskom.
• Three consecutive months of poor performance may trigger a contract termination review.

Escalation

• The provider must operate a dedicated helpdesk for third-line incidents; Eskom's helpdesk handles first- and second-line incidents.
• At least three escalation levels beyond the helpdesk are required.

Penalties

• Service breaches against the agreed SLAs are recorded, classified and reviewed monthly.
• If the provider meets less than 95% of agreed SLA targets in a full calendar month, a 10% penalty is recoverable from that month's works completion certificate.

Service level agreement

• All services are delivered remotely.
• Severity 1 (entire system down, critical impact): ticket log affirmation within 15 minutes, support response within 30 minutes, issue resolution within 1 hour, RCA report within 12 hours.
• Severity 2 (operations severely restricted): ticket log within 15 minutes, support response within 1 hour, resolution within 2 hours, RCA within 24 hours.
• Severity 3 (some functions restricted): ticket log within 30 minutes, support response within 2 hours, resolution within 36 hours, RCA within 48 hours.
• Severity 4 (little or no impact): ticket log within 30 minutes, support response within 8 hours, resolution within 40 hours (flexible, by agreement), RCA within 48 hours.
• Quarterly SLA review meetings, scheduled by Eskom.
• Three consecutive months of poor performance may trigger a contract termination review.
• The provider must run a dedicated helpdesk for third-line incidents with at least three escalation levels beyond it.
• Meeting less than 95% of agreed SLA targets in a full calendar month triggers a 10% penalty recoverable from that month's works completion certificate.

Procurement

• Provisioning of NMC/RMC Atmos solution maintenance and support.
• Contract period: 5 years.

SDL&I obligations

• Specific goals, objective criteria, local procurement content, job creation, skills development, retention and biannual reporting apply to the contract.

Returnable documents for preference points

• Valid B-BBEE certificate from a SANAS-accredited verification agency, or a sworn affidavit, or a CIPS affidavit.
• Proof of ownership or shareholding, preferably CIPC documentation, including the shareholding breakdown.
• Certified copies of shareholders' identity documents.
• Proof of disability, where applicable.
• B-BBEE improvement or retention plan, submitted as an essential document within 30 days of signing the contract.

Notes

• Sworn affidavits carrying an electronic signature are not accepted.
• Bidders who omit the preference point documentation are not disqualified, but score 0 out of 10/20 for specific goals and are limited to 90/80 for price.

Preference point system

• 90/10 or 80/20 system applies.
• Maximum 10 points (90/10) or 20 points (80/20) are awarded for the specific goal.
• Specific goal points are added to price points and the total is rounded to two decimal places.
• The contract is awarded to the bidder with the highest points (PPPFA section 2(1)(f)).

B-BBEE status level points (90/10 / 80/20)

• Level 1: 10 / 20
• Level 2: 9 / 18
• Level 3: 6 / 14
• Level 4: 5 / 12
• Level 5: 4 / 8
• Level 6: 3 / 6
• Level 7: 2 / 4
• Level 8: 1 / 2
• Non-compliant: 0 / 0

Objective criteria

• Meeting the objective criteria is a condition for contract award; a bidder who does not meet them may be passed over in favour of the second-ranked bidder.
• SDL&I objectives are not scored, but the commitments become contractual obligations.
• Bidders who submit objectives but miss Eskom's targets are not disqualified.
• Bidders who fail to submit preference point documentation score 0 for specific goals and are capped at 90/80 for price.

Scope

• Provisioning of NMC/RMC Atmos solution maintenance and support.
• Contract period: 5 years.

Local procurement content

• Local procurement content is value added in South Africa using South African resources.
• Where a contract combines local and imported goods or services, the bid must separate the components per the Price Schedule.
• Local procurement content = total spending minus the imported component.
• Bidders must state the source of origin: country of software copyright registration, country of hardware manufacturing plant, and citizenship of the resources deployed.
• Bidders are encouraged to spend on entities with at least 51% black ownership, covering both indirect expenses (overheads) and direct spend through subcontractors.

Jobs

• Bidders must propose the type and number of jobs created and retained in South Africa as a direct result of the contract.

Skills development

• Bidders must identify and develop currently unemployed graduates from South African universities, schools and TVET campuses in the SFIA skills profiles specified in the tender (covering agile, application development, architecture, business analysis, data, DevOps, digital, security, project delivery, software engineering, infrastructure and testing roles).
• Threshold: one candidate must be skilled for every R2 million of cumulative spend through purchase orders or instructions awarded to the supplier.
• The requirement must be implemented within one month of reaching the threshold.
• Proof required: letter of competence, proof of attendance, service contract or certificate of compliance.
• Candidates must come from all provinces and reflect South Africa's population demographics.
• Bidders carry the full cost of skills development; Eskom makes no financial contribution.
• Bidders may approach their SETAs for grants, subsidies and incentives, and SARS for tax rebates.

Retention for SDL&I non-performance

• Eskom retains 2.5% of every invoice amount (excluding VAT) where the bidder fails to submit SDL&I performance reports biannually or fails to meet SDL&I obligations.
• Retained amounts are released to the contractor once compliance is demonstrated.

Reporting

• Performance reports are submitted biannually using the Data Collection Template.
• Eskom reviews reports within 60 days of receipt and notifies the supplier in writing of any shortfall.
• The supplier must implement corrective measures before the next reporting period, failing which the retention clauses are invoked.

B-BBEE evidence

• Annual total revenue up to R10 million (EME): a sworn affidavit may be submitted.
• Annual total revenue up to R50 million (QSE): must comply with all elements of the QSE scorecard relevant to the sector, unless at least 51% black owned, in which case a sworn affidavit is required.
• Annual total revenue above R50 million: a valid B-BBEE certificate is required.
• A valid B-BBEE certificate or sworn affidavit is a condition for contract award.
• Sworn affidavits with an electronic signature are not accepted.

B-BBEE improvement or retention plan

• Must be submitted as an essential document within 30 days of signing the contract.
• Level 1: maintain the current level.
• Level 2 or 3: improve or maintain the level.
• Level 4: must reach Level 3 by the end of the first contract year, then improve by one level.
• Level 5 to 8 or non-compliant: must reach Level 4 by the end of the first contract year, then improve by at least one level each year from the second year.

Condition for contract award

• Proof of ownership or shareholding (preferably CIPC) with the shareholding breakdown.
• Certified copies of shareholders' identity documents.
• Proof of disability, where applicable.

Sworn affidavit validity

• Deponent's name and identity number as they appear on the identity document.
• Deponent's designation (director, owner or member) confirming authority to depose.
• Enterprise name as per CIPC registration and the business address.
• Percentage of black ownership, black female ownership and designated group; specialised enterprises per Statement 004 must reflect the percentage of black beneficiaries.
• Total revenue for the year under review, and whether it is based on audited financial statements or management accounts.
• Financial year end used to determine total revenue.
• B-BBEE status level (only one may be indicated).
• Empowering supplier status; QSEs must indicate the basis.
• The deponent and the Commissioner of Oaths must sign on the same date, in each other's presence, and the Commissioner must sign and stamp.
• The Commissioner of Oaths may not be an employee or ex officio of the enterprise.

Supplier Quality Management Specification (document 240-105658000, alternative reference QM 58), Revision 4, 30 pages, next review May 2030. Applies across Eskom Holdings SOC Ltd under Procurement and Supply Chain Management. It sets the minimum quality requirements for existing and potential Eskom suppliers and the criteria for their evaluation, selection, registration, assessment, performance monitoring and auditing, and requires suppliers to develop, implement, maintain and continually improve a QMS based on ISO 9001.

Closing: 12 November 2026 at 10:00.

• Specification authorisation date: 01 July 2026.
• Next review date: May 2030.
• Quality kick-off meeting: held at the start of the contract and, if required, at the start of each subsequent phase.
• Coordination meetings: the supplier must give Eskom 14 days' advance notice.
• Mandatory pre-inspection meetings: convened by Eskom or its inspection agency before work; supplier and sub-supplier quality representatives must attend.

Returnable quality documentation (per the List of Tender Returnable, document 240-12248652)

• Form A (240-68099512, Tender and Contract Quality Requirements for QM 58 / ISO 9001): must be completed and signed by the bidder, covering Sections A and E, to acknowledge and accept Eskom's supplier quality requirements.
• Quality documentation must be submitted for the single quality category (1, 2, 3 or 4) selected for this procurement and indicated in Form A.
• Category 1 returnables: signed Form A; a valid ISO 9001 (or applicable QMS) certificate; the latest internal and external management system audit reports, including nonconformities and corrective actions; documented roles, responsibilities and authorities for the QMS; a draft Contract Quality Plan specific to the scope of work (per ISO 10005); an example ITP/QCP from similar or previous work; documented control of externally provided processes, products and services; and records of management review meetings.
• Category 2 returnables: signed Form A; objective evidence of a developed, implemented and maintained QMS (quality manual/scope, quality policy, quality objectives, control of documented information, internal audit procedure, control of nonconforming outputs, and nonconformity and corrective action procedure); the latest internal audit reports; a draft Contract Quality Plan; an example ITP/QCP; control of externally provided processes; documented roles and responsibilities; and management review records.
• Categories 3 and 4 returnables are selected per the List of Tender Returnable.
• Only one category applies to a procurement process.
• Additional scope-specific requirements may be listed from E2 onwards in Section E.

Quality evaluation

• Eskom's Quality representative selects the applicable supplier quality requirements using the QM 58 Selection Criteria guideline (240-125473040) and records them in Form A.
• Bidders are assessed against the Tender Evaluation Scorecard (240-168873697) and the returnables listed for the applicable category.
• Quality requirements are grouped into four categories (1 to 4); only one category applies to this procurement.
• No price/functionality weighting, preference point system or minimum qualifying score is stated in this specification.

Scope

• Sets the minimum quality requirements for Eskom suppliers and sub-suppliers and the criteria for their evaluation, selection, registration, assessment, performance monitoring and auditing.
• Applies across all Eskom divisions and subsidiaries and forms part of all RFIs, RFQs, RFPs and contracts for products and services.
• Bidders must develop, implement, maintain and continually improve a QMS based on ISO 9001 (latest revision) or an applicable equivalent standard.

Quality Management System

• A formal QMS with the documented information required by ISO 9001 (quality manual, quality plans, work procedures, work instructions, method statements, workflow documentation).
• Unless excluded by the applicable category, a valid ISO 9001 certificate from an accredited certification body is required for the supplier and any manufacturing third parties.
• The supplier must notify Eskom before implementing any change to the QMS or quality staff.
• The main supplier must run a performance management programme for sub-suppliers covering QMS verification, audits and surveillances, CQP/QCP review, nonconformity and defect management, inspection and test plans, risk management, documentation and awareness.
• Eskom may assess sub-supplier facilities.

Contract Quality Plan (CQP)

• Where required by the evaluation criteria or returnables, every product, service and process must have a documented, implemented and maintained CQP and/or QCP/ITP.
• The CQP must follow ISO 10005 and cover records management (material tests, PMI, material certification), free access for inspection, final documentation/data book before shipment, welding special processes (WQR, WPS, PQR), installation and fabrication procedures, qualification of personnel for special processes (e.g. NDE, welding, coating, heat treatment), training records, storage and preservation, and quality monitoring of sub-suppliers.
• The CQP must be submitted before the initial scope kick-off or pre-fabrication meeting and before manufacturing starts, whichever is earlier.
• Eskom's CQP template may be used where the supplier has none.

Quality Control Plan / Inspection and Test Plan (QCP/ITP)

• Must cover all stages from contract review through materials verification, manufacturing, fabrication, assembly, final testing, commissioning, hand-over and certification.
• Must be reviewed and accepted by Eskom (or its inspection agency) before work starts; changes require Eskom's agreement before the affected activity begins.
• Must record the contract number and title, supplier order number, area of works, description of work, unique QCP/ITP number, sequence of operations, reference specifications/drawings, acceptance criteria, intervention points (hold, witness, document review) and sign-off by all parties.
• A separate QCP/ITP is required for each sub-supplier scope; the main supplier remains accountable for all sub-supplier QCPs/ITPs.
• Once signed, ITPs and QCPs become addenda to the main contract and may be revised at Eskom's discretion.

Meetings and oversight

• A quality kick-off meeting is held at contract start and, if required, at the start of each phase; 14 days' notice of coordination meetings must be given to Eskom.
• Mandatory pre-inspection meetings are convened by Eskom or its inspection agency and must be attended by supplier and sub-supplier quality representatives.
• Eskom may appoint resident quality inspectors at supplier or sub-supplier premises and on site; the supplier must provide workspace at no cost.
• Eskom may appoint any organisation as an Approved Inspection Authority or inspection agency, and the supplier may not obstruct its work.

Preservation

• The supplier must run a preservation management programme covering the period from transfer of ownership through storage and transit to final delivery or installation.
• It must address protection against atmospheric conditions, sunlight, temperature, dust, humidity, salt spray and corrosive atmospheres, and special precautions for valves, motors, rotating equipment, piping, instrumentation, gaskets, coatings and insulation.
• Preservation requirements must be documented in purchase orders and communicated to logistics, construction, quality and security functions; Eskom must have free access to all preservation records.

Nonconformities and special processes

• Nonconformities must be managed; repeated nonconformities within 6 months are escalated to management review committees.
• Special processes (e.g. welding) must be certified by an accredited body, with proof submitted to Eskom.
• Eskom may issue a cease delivery order for non-conforming work.

Preservation programme (clauses 6.3.8–6.3.17)

• Preservation work plan development and evaluation of the performance of all parties providing material transportation, handling or storage.
• Oversight of material quality preservation plan preparation and execution at all work locations.
• A records management process compliant with Eskom information management requirements, giving Eskom ready access to all preservation records.
• A documented programme identifying pre-operation preservation requirements for all physical assets (bulk materials, consumables, equipment, systems, components and other procured goods not yet in operational use).
• Where equipment and materials management is delegated, preservation requirements must be communicated to sub-suppliers.
• Processes and procedures for monitoring compliance with programme requirements, from engineering instruction through procurement documentation until equipment or materials enter an operating system.
• Compliance evaluation frequency must anticipate transfers of responsibility between project functions (procurement, logistics, fabrication, construction) and between subcontracted service providers.
• Engineering must document preservation requirements and communicate them to procurement, logistics, construction management, quality and security.
• The programme must address temporary, long-term and in-transit preservation, including protection against atmospheric conditions, sunlight, temperature, soil, dust, humidity, salt spray and corrosive atmospheres, and procedures for coatings, coverings, fasteners and lines.

Eskom has rights of access to supplier premises at all reasonable times to measure, test and inspect products and workmanship. Eskom may issue a cease delivery order for non-conforming work. Preservation requirements must be tracked and reviewed. Nonconformities must be managed, and repeated nonconformities within 6 months are escalated to management review committees. Special processes (e.g. welding) must be certified by an accredited body, with proof submitted to Eskom.

No pricing schedule is contained in this specification. The section covers definitions: primary plant (high-voltage equipment in the control room such as breakers, bus-bars, CTs, VTs and transformers); secondary plant (equipment controlling and protecting HV equipment, including protection, metering, AC/DC and tele-control); special process (a production or service process whose output cannot be measured, monitored or verified before delivery and use, such as welding or non-destructive techniques); and supplier (any current or potential supplier, vendor, contractor, consultant or service provider).

Quality compliance

• Form A (240-68099512) must be completed and signed, confirming acceptance of Eskom's supplier quality requirements and ISO 9001.
• A valid ISO 9001 certificate from an accredited certification body is required unless the applicable category excludes it.
• A fully developed, documented, implemented and maintained QMS compliant with ISO 9001 (or an applicable equivalent standard) is required.
• The applicable quality category (1, 2, 3 or 4) determines the returnables; only one category applies per procurement.
• Capability and capacity assessment applies to suppliers of high-risk or critical plant items, suppliers of special processes, and work on Generation Level 1 and 2 plant, Transmission and Distribution power and control plant, and Mega Projects.

The specification references Eskom's Safety, Health, Environment and Quality (SHEQ) Policy (32-727) and IAEA Safety Standard GS-R-3.1 (Application of the Management System for Facilities and Activities) as informative references. No separate health and safety requirements are set out in this specification.

Preservation management (clauses 6.3.19–6.3.28)

• The supplier's preservation programme must cover the period from transfer of ownership or management responsibility through temporary or long-term storage and transit to final delivery at point of use or installation.
• Storage and control of materials must follow manufacturer recommendations, specifications and project requirements.
• Special precautions are required for valves, electrical motors and components, mechanical and rotating equipment, piping and fittings, instrumentation, flange faces, gaskets, coatings and insulation, including periodic shaft rotation, engine turnover and lubrication.
• Preservation requirements must be documented in purchase orders, work authorisations and sub-supplier communications.
• Sub-supplier input into the preservation protocol must be documented.
• Preservation requirements must be communicated to logistics, construction management, quality and security.
• Sub-supplier responsibility for executing preservation programme elements must be clearly designated.
• Project team responsibility for oversight must be designated at every stage.
• Eskom must have free and unrestricted access to all preservation records for inspection and audit.

Quality requirements are selected by Eskom's Quality representative using the QM 58 Selection Criteria guideline (240-125473040) and recorded in Form A. Evaluation uses the Tender Evaluation Scorecard (240-168873697) and the returnables listed for the applicable category. Normative references: ISO 9001 and ISO 10005. Informative references include ISO 9000, ISO 10006, ISO 9004, Eskom SHEQ Policy 32-727, Eskom PSCM Policy 32-1033 and Procedure 32-1034, PPPFA, CIDB Best Practice Guideline A4, IAEA GS-R-3.1 and SANS 10845-1. No scoring split or minimum score is stated.